Music. People. Connected
JOB DESCRIPTION
Member Service Agent
POSITION TITLE: Member Service Agent
REPORTS TO: Team Lead, Member Services
DEPARTMENT: Membership – Member Services
LOCATION: Toronto / Montreal
LANGUAGE: English, Bilingual in English and French preferred
DIRECT REPORTS: N/A
COMPANY
SOCAN is a not-for-profit copyright collective dedicated to ensuring music creators and publishers receive what they have rightfully earned for the use of their work. SOCAN supports and represents more than 180,000 songwriters, composers, and music publishers. Through licensing, global royalty collection and advocacy, we help creators to keep making the music that entertains, moves, and inspires us.
OVERALL ACCOUNTABILITY
The Member Service Agent plays an integral role in the SOCAN Contact Center which handles over 45,000 calls and emails yearly. The Member Service Agent is responsible for delivering excellent customer service via all methods of communication to our songwriter, screen composer, and publisher members, in addition to applicants and the general public. You will work with the various stakeholders to resolve account inquiries, help educate our members about SOCAN, and proactively identify any and all opportunities to maximize efforts in getting members paid.
RESPONSIBILITIES
Act as the primary contact for members and the general public who contact SOCAN’s contact Centre.
Respond to calls and emails in a thorough, accurate and timely manner
Perform inbound requests/tasks with short cycle times
Document and track inbound queries and maintain SLA’s by providing updates to members regarding status and progress to ensure timely resolution of queries while adhering to Member Query Policy and Procedures
Promote self-service to members and non-members by referring queries to SOCAN website
Liaise with other Departments as required for any technical/processing queries as required
Develop and maintain a high awareness of SOCAN’s services, service issues, the department structure and responsibilities
Keep informed of goals, policies and procedures in the Information Centre
Self-monitor and measure performance against the Information Centre’s standards of customer satisfaction
Recognize trends or changes in types of calls or callers’ questions. Inform Direct reports and peers of new trends and/or changes
Administrative functions, which include but are not limited to: Research of work registration forms, handling advance requests, cue sheet submissions and queries, underpayment questions etc.
Work flexible shift hours as required
Other duties as required, which are directly related to the key responsibilities of the position
EDUCATION, EXPERIENCE & SKILLS
Post-secondary diploma/degree or relevant working experience
Minimum 2 years’ customer service/customer care experience
Music industry experience or demonstrates a strong passion or involvement in the music industry
Bilingual is preferred (English/French)
Experience working in a computerized environment. Familiarity with Microsoft applications (Word, Excel, etc.).
COMPETENCIES
Excellent written and oral communication skills is required
Excellent interpersonal skills with an emphasis on customer service
Superior telephone manners, including good telephone etiquette, voice quality, diction and articulation
Superior listening skills
Strong time management and organization skills
Proficiency in keyboard skills with a minimum speed of 35-40 words per minute
The ability to learn various applications such as Automatic Call Distribution (ACD) systems and CRM platforms
Ability and willingness to adapt to changes in structure and policy and procedures
Willingness to upgrade skills with ongoing related and corporate education and training
Knowledge and appreciation of the Canadian music industry, SOCAN, and copyright is an asset.
Ability to work in a fast paced environment and multi-task (handle calls and email queries from inbound requests)
Problem solve complex queries which requires critical thinking and working with internal stakeholders
